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WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

I. Job Summary

Recognized across the organization for functional expertise. Acts as the primary liaison between the Technology and the business of new systems and enhancement of existing systems. Conducts technically advanced and in-depth level business process analysis, needs assessments and preliminary cost/benefit analysis in an effort to align Technology solutions with business initiatives.

II. Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each duty satisfactorily. Other ancillary duties may be assigned.

+ Support Self-Service capabilities with primary responsibility for making recommendations that will improve online adoption and customer experiences across digital channels

+ Act as a liaison between business stakeholders and the technical development team to translate business requirements into functional specifications.

+ Experience enabling an omnichannel self-service strategy to optimize personalized online experience.

+ Performing data analysis on self-service features, measuring success, and improvements through KPIs and metrics.

+ Working cross-functionally to translate business goals and objectives into product roadmap, features, and user experiences. Knowledge and experience of agile methodologies for lean product development, facilitate business requirements, process flow definitions, and design sessions.

+ Play a leadership role within the Scrum team to ensure that capabilities are in scope, on time, and of high quality.

+ Must demonstrate advanced communication and training skills.

+ Stay informed on content management systems capabilities and best practices to help guide solution decisions and platform optimizations.

+ Documentation: Proven ability to document requirements, workflows, wireframes, and process flows.

+ Omni-Channel Self-Service Expertise: Proven experience designing and optimizing digital self-service experiences across web, mobile, and chat platforms.

+ Strong Analytical Skills: Ability to translate business needs into technical requirements and use data to drive decision-making.

+ Personalization Strategy: Experience with digital personalization techniques to enhance user experience and engagement.

+ Agile Implementation Expertise: Experience working in Agile/Scrum environments.

+ Data Analysis: Performing data analysis on different data sources, consolidating multiple data sets, and analyzing the data accurately and efficiently.

+ AI for Self-Service: Experience implementing AI technologies (e.g., chatbots, recommendation engines, predictive analytics) to improve self-service capabilities is a strong plus.

+ Exposure to JIRA, Confluence, or other project management tools.

III. Supervisory Responsibilities

Will coach and mentor less experienced analysts and act as team leader on more complicated systems projects.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

Education: Bachelor's Degree (accredited) in Computer Science, MIS, Business Administration or similar area of study or in lieu of degree, High School Diploma or GED (accredited) and four years of relevant work experience.

Experience: Eight years of relevant work experience as a IT Business Analyst (in addition to education requirement). Four years working as an IT Manager/Project Manager may substitute for the minimum years of experience.

B. Certificates, Licenses, Registrations or Other Requirements

Certified Scrum Product Owner (Preferred)

C. Other Knowledge, Skills or Abilities Required

Technically advanced knowledge or in-depth skills in one or more of the following is required:

Systems development, implementation, upgrades and analyses

QA testing, business analysis methodologies, system design and related analysis

Project management methodologies

Training and communication skills

D. Other Knowledge, Skills or Abilities Preferred

Documentation: Proven ability to document requirements, workflows, wireframes, and process flows.

Omni-Channel Self-Service Expertise: Proven experience designing and optimizing digital self-service experiences across web, mobile, and chat platforms.

Strong Analytical Skills: Ability to translate business needs into technical requirements and use data to drive decision-making.

Personalization Strategy: Experience with digital personalization techniques to enhance user experience and engagement.

Agile Implementation Expertise: Experience working in Agile/Scrum environments.

Data Analysis: Performing data analysis on different data sources, consolidate multiple data sets and analyze the data accurately and efficiently.

AI for Self-Service: Experience implementing AI technologies (e.g., chatbots, recommendation engines, predictive analytics) to improve self-service capabilities is a strong plus.

Exposure to JIRA, Confluence, or other project management tools.

V. Work Environment

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Normal setting for this job is: office setting and/or landfill/outdoor.

Benefits

At WM each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.

Equal Opportunity Employer: Minority/Female/Disability/Veteran